Customer Advisor (E. Rodriguez-New York Ave. Branch)

POSITION TITLE : CUSTOMER ADVISOR REPORTS TO : BUSINESS MANAGER DIRECTLY SUPERVISES : N/A UNIT / DEPARTMENT : ASSIGNED BRANCH / AREA DIVISION/GROUP : ASSIGNED REGION / FRANCHISE DISTRIBUTION / BRANCH BANKING GROUP JOB SUMMARY The Customer Advisor handles in-house selling , cross-selling of bank products and services, and the managing of account portfolio to achieve targets. He/She processes the opening of new peso / dollar /3rd currency CASA accounts and placements, updates client’s information, roll-over/renewal, termination, payment of matured placements for all SBC products, and ensures on-time and accurate service delivery in compliance with service standards of the Bank. PRINCIPAL DUTIES AND RESPONSIBILITIES Client Relationship Management · Identifies customer needs and nurtures relationships through marketing calls, recommending and cross-selling bank products, services, and alternative channels. Formulates strategies to increase customer dealings with the bank. · Assists walk-in customers by advising them on bank products and services to meet their needs and facilitate their dealings with the bank Needs Analysis and Solution Matching · Attends to customers’ inquiries and requests over the counter or via phone to identify and meet customer needs · Explains and highlights client’s information as well as important terms and conditions during the account opening process to ensure transparency, clarity, and prevent future complaints. Understanding and Application of Compliance and Regulatory Guidelines · Verifies that all necessary account opening documents are complete and valid by conducting a detailed review, ensuring compliance with the Bank’s established policies and procedures. · Serves as the custodian for duplicate or bank copies of outstanding Certificates of Time Deposit (CTDs), monitors investment maturity dates, provides customers with action recommendations, and communicates their instructions to the relevant booking or servicing units. Quality Orientation · Handles over-the-counter transactions and requests per Bank policies to ensure customer service standards are met. · Processes account opening, placements, roll-over/maturities, termination of TD, UITF and other SBC investment products in accordance with the policies and procedures set by the Bank to ensure customer service standards are met. · Monitors and reviews targets and performance of managed and new accounts, implementing promotional and marketing efforts in line with Branch Banking Group objectives and directives. Governance, Control and Risk Management Ensures completeness and accuracy of required account opening documents for all accounts opened by performing thorough review in accordance with the policies and procedures set by the Bank. Acts as custodian of duplicate or bank’s copies of outstanding CTDs, tracks investment maturity, advises customers on actions, and relays their instructions to booking/servicing units. Serves as a primary co-custodian for the Main Vault Door and Cash Safe, responsible for end-of-day cash verification in the vault, following the Bank’s policies and procedures. Acts as an alternate custodian for combinations and keys, ensuring compliance with the Bank’s policies and procedures. Assumes the duties and responsibilities of a co-approver on over-the-counter transactions (for CA with Officer Rank) via system and co-sign bank documents: Bank Certification, Manager’s Check (MC) / Demand Drafts (DD), Money Transfer Application Form (MTAF)/ Telegraphic Transfer Application Form (TTAF)/ Certificate of Time Deposit (CTD), Confirmation of Purchase (COP) and other internal bank documents requiring two Officers up to the delegated limit in accordance to the policies and procedures set by the Bank It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time. JOB QUALIFICATIONS Years of Work Experience : Fresh graduate / less than 1 year of experience Educational Attainment/ Required course (if applicable) : Bachelor's / College Degree in Business Studies/Administration/Management, Commerce, Economics, Finance/Accountancy/Banking, Marketing Required Certification/Professional License ( if applicable ): Not Applicable Field of Specialization ( if applicable ): Banking and Financial, Corporate Finance/Investment, Sales-Corporate, Sales-Retail, Sales-Financial Services Industry: Banki ng, Credit Card Companies, Investment Houses Knowledge and Skills Requirement · SBC Leadership Capability Framework for Individual Contributors (Level 5) · Functional Competencies: o Account Opening/Booking o Banking Products o Bank Policies & Procedures o Cross-Selling o Customer Interaction o Sales Function: Branch Banking o Understanding Customer Needs